Risk Management - Oversight Lead Digital Servicing Vice President jobs at Jpmorgan in United States, Columbus

As a Consultant Senior in Business Banking, you’ll help improve the lives of our clients and the well-being of their businesses through solutions, education, and advice. You’ll be responsible for leading our business development efforts in your assigned territory, specifically focusing on underserved small businesses.

Job Responsibilities

• Build relationships, utilize networks and local centers of influence to identify and support underserved entrepreneurs.
• Build and maintain a current business network and active involvement in community organizations such as Chambers of Commerce and non-profit organizations; leverage knowledge of diverse types of businesses, industries, markets, financial and economic concepts; and employ creative marketing techniques utilizing Chase resources and materials to develop business networks and prospects.
• Provide the best in client advice and service and develop the relationship to ensure a seamless client experience throughout Chase. Build collaborative relationships with partners across Chase, including Branches, Home Lending, Chase Wealth Management, Merchant and Card Services, to provide our clients the best solutions for all of their financial need.
• Deliver an outstanding experience to Chase business clients by using knowledge of business, finance, banking, credit and risk management, while leveraging relationships, to identify, recommend, and promote solutions that best serve the client.
• Build collaborative internal and external relationships to provide the best in client advice and service to develop the business network and ensure a seamless experience for the business client.

Required qualifications, capabilities, and skills

• Minimum of 5 years’ experience in business banking relationship management role or related business / commercial lending experience
• Bachelor’s degree in Finance or related field, or equivalent work experience
• Strong relationship management skills; demonstrate strong tactical business development and negotiation skills
• Demonstrate seasoned judgment to offer comprehensive and customized solutions that best meet client needs; monitors and researches market/industry trends and business outcomes to anticipate client needs and present proactive solutions
• Able to identify opportunities, issues, and viable alternatives, while managing risk, when traditional solutions do not apply

Preferred qualifications, capabilities, and skills

• Extensive knowledge of business and credit underwriting with commercial credit training
• Experience owning / operating a small business

J.P. Morgan Workplace Solutions is a technology and service-based offering, created to empower our corporate clients to easily manage their workplace equity compensation plans with confidence. Our intuitive solutions help to attract and keep talented people. If you seek to deliver high quality client / participant services within the Finance industry, this may be the opportunity for you.

As a Customer Service Team Lead within JP Morgan Workplace Solutions you will be responsible for operational excellence in our Global Service Desk team. This role will be reporting to the Ohio Service Lead and includes providing leadership to a team of Service Desk associates, ensuring delivery of associated KPIs. This includes but is not limited to the responsibility of managing all service delivery processes related to the identification, prioritization, and resolution of customer and participant service requests and incidents, ensuring the highest quality of customer service experiences are delivered and internal processes are followed. We are looking for an experienced leader to provide ongoing managerial, technical and motivational leadership, in line with JP Morgan values and goals.

Job responsibilities

• Manage the team of Customer Service Associates and collaborating with regional Service Desk leaders in North America, Europe, Asia or Middle East and taking responsibility for strategic decision-making.
• Lead to achieve results and be responsible for planning the necessary actions – recruitment, training, KPI improvement, IT development, logistic conditions
• Work as a focal point between the client and Workplace Solutions’ internal departments (Sales, Marketing, Product, IT, Operations, CRM…)
• Drive operational results (SLAs and KPIs and the delivery of excellent service
• Assist with questions and escalated issues from service desk team members.Seek to go above and beyond the role by taking ownership of difficult problems, aiming to resolve ongoing issues
• Adhere to and maintain the firm’s controls, policies, procedures, and regulations while supporting supervisory functions for risk mitigation and procedural oversight.
• Become an expert in the different types of equity vehicles and be able to articulate these nuances in a professional, easy-to-understand format both written and verbally.
• Partake in business development by identifying potential business opportunities between J.P. Morgan and participants to engage in broader wealth management products/services. You will serve as the gateway to broader financial solutions available for participants.
• Effectively collaborate with respective client-facing teams and internal business groups to deliver and execute client transactions. Identify opportunities to enhance employee and caller experience through process and product changes, and provide recommendations to leadership.

Required qualifications, capabilities, and skills

• FINRA Securities Industry Essentials, Series 7, 63 required as well as fluencyyin English. Fluency in other languages is a plus.
• Experience managing teams in the Customer Service / contact centre industry preferably in the Financial Services (bank, fintech or similar)
• Proven ability to operate effectively in a matrix organization with the ability to work under pressure with tight deadlines involving multiple stakeholders
• Excellent written and oral communications skills as well as proficiency with Microsoft Office Suite (Word, Excel and PowerPoint) and Microsoft Outlook
• Experience managing KPIs and SLA’ s as well as client-company relationships
• Leadership, management, analytical and decision making skills. Aptitude to improve existing processes and apply a methodical yet flexible approach to change
• Passion for learning new things every day and a continuous improvement mindset

Preferred qualifications, capabilities, and skills

• 2+ years supporting service teams in a leadership capacity
• 4+ years experience with Client Service / Contact Center solutions
• 4+ years experience with CRM and help desk software
• Lean / Six Sigma certification
• Exposure to a wide array of financial products
• Series 9 and 10 licenses preferred
• University degree in Business Administration, Economics, Finance or equivalent workexperience - preferred but not mandatory

Job Responsibilities

• Oversee and manage a digital product portfolio, including project intake, assessment, resourcing, execution, tracking, and team capacity.
• Partner closely with Design Lead, Product Owners, Tech Leads, and Scrum Masters on execution, delivery, and reporting.
• Facilitate cross-impacting project discussions with multiple design teams and stakeholders.
• Collaborate with Digital Design, Product, and Line-of-Business teams to understand business demand, capacity planning, and guide project execution.
• Track projects to ensure milestones are met, status is documented, and reports are produced as needed; serve as overall traffic manager.
• Partner with Digital and other teams to drive concept readiness and artifact quality.
• Consult with design teams to develop clear plans, including size, scope, sequence, and next steps for design activities.
• Serve as a single point of contact for project status and issue management.
• Ensure all deliverables are clearly specified, scoped, and agreed upon between client and internal teams.
• Ensure project teams understand requirements and adhere to company standards.
• Champion ongoing firm-wide and design team process improvements.

Required Qualifications, Capabilities, and Skills

• 3+ years of project/program management experience with digital design or marketing teams.
• Understanding of product development lifecycle at scale.
• Understanding of Waterfall and Agile project methodologies.
• Proficiency in Microsoft Office (Outlook, Excel, Word, PowerPoint), SharePoint, and Confluence.
• Demonstrated effectiveness in developing plans, prioritizing activities, and driving execution.
• Excellent written and verbal communication skills, with the ability to present complex information clearly and handle sensitive information.
• Strong organizational skills with experience coordinating multiple work streams, proactive and independent, adaptable to changing business needs.

Preferred Qualifications, Capabilities, and Skills

• Experience at both a design studio and a large corporate environment.
• Experience or familiarity with Atlassian/JIRA software tools and Monday.com.
• Strong project management skills.
• Excellent communication and interpersonal skills with stakeholders.
• Passionate about customer-centric design.

Your ability to innovate, adapt to change, and manage tasks effectively will be essential in driving service-delivery improvement and achieving our departmental objectives, ultimately propelling the firm toward a state of operational excellence.

Job responsibilities:

• Lead the development and implementation of process improvement initiatives, utilizing advanced data analytics to identify operational inefficiencies, providing impactful recommendations and coaching to client teams as they implement recommendations.

• Utilize storytelling skills to effectively communicate complex process improvement strategies and changes to diverse stakeholders, influencing decision-making and fostering understanding.

• Collaborate with LOBs and IT teams to evaluate existing technology ecosystems to identify/optimize platforms and tools that align with business objectives and drive digital transformation.

• Leverage AI, LLM (Large Language Models), and NLP (Natural Language Processing) tools to aid in providing actionable insights and innovative solutions to complex business challenges

• Oversee the end-to-end change management process, from strategic communications to lasting stakeholder impact mitigation, ensuring alignment with organizational goals.

• Build deep, trust-based advisory relationships with key client stakeholders and senior leaders, ensuring their satisfaction throughout the engagement.

• Analyze large quantities of data, apply a range of analytical tools, synthesize insights, and support the development of strategic solutions

• Lead one or more client projects, including managing multiple associates across several workstreams and developing team members both formally and informally, including serving as a mentor.

• Collaborate with your team to build hypothesis sets, analyses, and roadmaps for solutions.

• Manage ambiguity of requests by structuring and scoping complex problems, analyze large quantities of information, apply a range of analytical tools, synthesize insights, and develop strategic and tactical solutions

Required qualifications, capabilities, and skills:

• 5+ years of experience in developing and implementing process improvement or re-engineering programs, with a focus on operational efficiency and risk reduction.

• Bachelor’s degree in a related discipline, such as Business Administration, Economics, Finance, Management Information Systems (MIS), Industrial Engineering, Data Science or Analytics, and Computer Science.

• Demonstrated ability in leading end-to-end change management processes, including strategic communications, influencing others, and mitigating stakeholder impact.

• Advanced proficiency in data analytics, with a demonstrated ability to interpret models and make inferences from data to drive continuous improvement (see preferred technology below).

• Proficient in the application of artificial intelligence in process improvement initiatives, with a focus on optimizing the performance of AI systems (see preferred technology below).

• Proven experience in managing diverse teams, with a focus on fostering an inclusive environment and coordinating work across different parts of a department.

• Self-motivated and executes deliverables with speed and precision

• A dedicated learner with a strong commitment to skill development and a genuine curiosity for acquiring new knowledge.

• Ability to travel up to 10%

Preferred qualifications, capabilities, and skills:

• 3+ years management consulting experience

• Master’s degree in a related discipline, such as Business Administration, Economics, Finance, Management Information Systems (MIS), Industrial Engineering, Data Science or Analytics, and Computer Science.

• Familiarity with relevant technology/systems, such as Tableau, Alteryx, Power BI, Salesforce, SAP, Oracle, Python or R, SQL, and JIRA/JIRA Align

• Demonstrated ability to drive innovation by developing and applying creative solutions to enhance process efficiency and effectiveness.

• Experience utilizing systems thinking to analyze complex processes and identify areas for optimization and integration.

• Ability to foster cross-functional collaboration to identify and implement process improvement opportunities across departments.